What to do when your dentist’s office closes mid-treatment

Finding out your dental office has closed can feel jarring, especially when you're in the middle of active treatment. You may have questions, unfinished work and money on the line. The good news is that there are clear steps you can take right now to protect your health, your records and your wallet. 

What you will learn in this article: 

• You have the right to request your dental records and X-rays, and knowing how to get them quickly helps your next dental provider pick up where treatment left off. 

• If you paid for services that were never completed, you may be able to recover that money through a refund or a credit card chargeback. 

• Finding a new dental provider who can continue your specific treatment is possible, even on short notice. 

• Knowing what questions to ask a new provider will help your transition go smoothly. 

Schedule an appointment with an Aspen Dental provider today to get back on track with your treatment plan and secure your dental care without missing a beat. 

Get your dental records and X-rays right away 

The practice technically owns your original dental records, but according to the American Dental Association (ADA), you have the right to request and obtain a copy of your full record, including treatment notes, X-rays and lab work.¹ 

Call the closed office first 

Start by calling the closed office's phone number. Some practices that close still have staff forwarding calls or handling records requests. If the line is disconnected, check the office's website or social media for a forwarding address or a contact for their records custodian. 

Check if a parent group took over 

If the practice was part of a larger group, contact that group's main office directly. They often take over records when a location closes. 

Contact your state dental board 

If you can't reach anyone, you can look up your state dental board through the ADA's directory.² Every state has one, and they can tell you who holds your records and how to request them. 

Ask for your complete chart 

Ask for your full chart. That means treatment notes, X-rays, any impressions or lab work and your billing history. Get everything in writing or by email so you have a clear record of the request. 

Pursue refunds for treatment you paid for but never received

If you paid in advance for treatment that wasn't finished, you may be able to get that money back. Here's how to approach it. 

Contact the practice for a refund 

Contact the practice or its parent company first. Ask for a written breakdown of what was completed versus what was not. Request a refund for the unfinished portion in writing. 

Dispute the charge with your credit card company 

If you paid by credit card, you can file a chargeback with your card issuer. A chargeback disputes a charge for services not delivered. Contact your card company directly and explain what happened. Most card issuers have a set window for disputes, so act quickly. 

Contact your dental financing provider 

If you paid through a dental financing plan, contact that plan's provider. Explain that the office closed and that services were not completed. Ask whether any balance can be adjusted or whether payments can be paused. 

Keep copies of all receipts, treatment plans and any written communication with the office. These support your case whether you're filing a chargeback or a complaint. 

File a claim if the practice went bankrupt 

If the practice has gone through bankruptcy, you may need to file a creditor claim. Your state attorney general's office can point you toward the right process. 

Find a new dental provider who can continue your care 

Once you have your records, you're ready to find a new provider. Start with what your treatment plan says. A new dental provider needs to know exactly what stage your treatment is at. Bring the plan, any X-rays and your billing history to your first visit. 

Tell the new office you're mid-treatment 

When you call a new office, tell them right away that you're mid-treatment. Ask if they handle transitions from closed practices. Ask if they accept your insurance. Ask how soon they can see you, especially if you're in pain or have a temporary restoration in place. 

Under the ADA's code of ethics, your previous dentist was obligated to provide your complete records to your new dental provider on request, whether or not your account was fully paid.³ That means your new provider should be able to get everything they need to pick up where treatment left off. 

If your treatment involves a specialist (like an orthodontist or oral surgeon), ask your new general dental provider for a referral. Some specialist treatment can transfer directly without starting over. 

A few things to ask your new dental provider 

Before your first appointment, it helps to have these questions ready: 

• Can you review my records and X-rays before we start? 

• Do you need new X-rays, or will my existing ones work? 

• Can you continue my treatment plan as written, or will anything need to change? 

• What's the timeline from here? 

Don't let a sudden practice closure delay your dental care. Contact your local dental provider to review your treatment plan, request a consultation and pick up your care right where it left off. 

What to do when your dental provider's office closes mid-treatment FAQs 

Here are answers to a few common questions about navigating a sudden practice closure mid-treatment. 

Can a new dental provider refuse to continue my existing treatment plan? 

A new dental provider can review your plan and recommend changes if their clinical assessment calls for it, but they cannot legally ignore your records. In most cases, a new provider will follow the existing plan if the work was done correctly and your records are complete. If they recommend starting a step over, ask them to explain why in writing. A second opinion is always reasonable before agreeing to redo completed work. 

What if I had a temporary crown or filling placed and the office closed? 

Temporaries are not meant to last. Contact a new dental provider right away and let them know. Bring your treatment plan so they know what the next step will be. 

Does dental insurance cover care if I switch dental providers mid-treatment? 

It depends on your plan. Call your insurance company and explain what happened. Ask whether your benefits carry over to a new provider and whether any pre-authorizations need to be updated. 

Sources 

¹ American Dental Association: "Ownership of Dental Records and Radiographs." https://www.ada.org/resources/practice/practice-management/ownership-of-dental-records-and-radiographs  
² American Dental Association: "State Dental Boards." https://www.ada.org/resources/careers/licensure/state-dental-boards 

³ American Dental Association: "Patient Autonomy." https://www.ada.org/about/principles/code-of-ethics/patient-autonomy